The concept of Big Data – data from social media, the Web, purchase history and other sources – contains a wealth of information for organizations.   Big Data, such as customer data, can be leveraged to drive revenue, reduce expenses, manage risk and improve the overall customer experience.  However, most companies face challenges with the best way to extract value from Big Data.

These challenges fall into 3 groups:

1.     Making sense out of…

Over the past few months we've seen increased interest from our customers who are extending the scope of their ClickFox CEA solution to include speech and text analytics vendors' data sets. One of the top 3 banks as well as a top cable provider have added their speech and text analytics data to the CEA system to provide a higher level of accuracy in their usage. These data insights can come from various vendors such as…

We wanted to let everyone know that we'll be attending and exhibiting at Forrester's Customer Experience Forum 2012 East, “Outside In: The Power of Putting Customers at the Center of Your Business,” on June 26-27 in New York. The team will demo how the new Version 6.4 of its ClickFox Customer Experience Analytics (CEA) platform enables organizations to analyze data from all customer touch points and provides a roadmap of each customer's…

We wanted to share a fantastic complimentary case study from Gartner on how Sprint's holistic voice of the customer (VoC) program helped it improve customer satisfaction, accelerating it from last place to first in several major satisfaction rankings. Gartner highlights the best practices that customer experience executives can use to improve their VoC initiatives. See why ClickFox was mentioned in the report.

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ClickFox CEO, Marco Pacelli, will be one of the hosts on this Thursday's FierceFinance Webinar, where he will be discussing how big data is reshaping financial services:

“The sheer volume of transactions, interactions and account data makes it increasingly difficult for banks to get timely insights into trends impacting business issues,” said Pacelli. “At ClickFox, we’re enabling financial services organizations to bring order to the complex maze of data that’s been collected for years,…

Shortly after we published our market brief on mobile apps for customer service and engagement (also see our infographic ) we got in touch with AnyPresence which is a leading mobile platform that decreases the cost and complexity of multi-device application development, deployment, and maintenance. The platform allows non-technical users the ability to assemble and deploy HTML5, iOS, and Android apps without having to write code or install any software.…

At the end of 2011 we surveyed consumers to see what frustrates them the most when it comes to interacting with companies across various industries. This market brief presents the findings of the second annual consumer tipping points survey, which reveals what customer service issues frustrate consumers the most, and how they respond to negative experiences. We examined trends year-over-year to understand how customer expectations and perceptions are changing, and the hard-hitting impact to satisfaction, loyalty…

CNBC recently aired a feature titled “Customer (Dis) Service”, a program that took viewers through the evolution of customer care and described the current state of customer service relationships as “wrecked, shattered and ruined”. As initiatives like automation and outsourcing were widely implemented to curb the costs of servicing customers, experience took a major hit. So where are companies most often not meeting customer needs?

Surprisingly even with the evolution of interaction channels that now…

The explosion of mobile apps has created a huge demand from smartphone users and given organizations a fresh new revenue stream as they inform, engage, market and sell to tech-savvy consumers. Mobile apps provide a unique platform for companies to build their brands, increase customer engagement and loyalty and increase competitive advantage, but they also can serve as another customer service touch point like the web or…

One of the benefits of having an interaction cloud with billions of customer behavior patterns is that we can aggregate it to find interesting stories. This infographic illustrates variations in customer behavior across the US for nationwide wireless providers – analysis revealed that customer in some states are more likely to contact their provider more than once, driving up service costs for the organization.

Do you agree with this…